Jdruker/UseCaseBenefits

Use Cases: Benefits

All use case pages use the UseCase template, but not all relevant content is inside the template. In the tables below, the "Benefits (unstructured)" column is populated from content under a "Benefits" heading outside the template.

• Genesys Cloud Use Cases (total of 5)
• PureConnect Use Cases (total of 6)
• Genesys Engage Use Cases (total of 82)

Genesys Cloud Use Cases

Article	Benefits (unstructured)
UC:Genesys Cloud:CE01:Draft	When companies enable call routing within their Genesys environments, benefits can include: Increased revenue by routing revenue generating opportunities to best resources through skill based routing* Reduction of handle time by routing of voice calls to the right skilled agents through skills based routing Improved agent and employee utilization by routing interactions to the best available agent through automated routing Improved NPS by offering a better customer experience through routing to the most qualified agents based on the customer's selection* Reduced number of transfers due to better routing of voice calls through Genesys routing Possible use of a virtualized agent pool to maximize agent resources Increased first call resolution rate *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:CE03:Draft	When companies enable callbacks within their Genesys environments, benefits can include: Improved customer satisfaction by announcing wait time and offering callbacks when appropriate Reduction in abandonment rates because wait times and callback options are clear Decrease in inbound calls from individual callers repeatedly trying to initiate contact Reduced customer hold time and the associated telephony costs Reduced handle time *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:CE04:Draft	Reduced handle time by quickly connecting agents and experts through Skype for Business. Improved First Contact Resolution by involving experts across the company in customer conversations through Skype for Business. Reduced IT Operational and Deployment costs by maintaining Skype for Business, and leveraging a tight out-of-the-box integration between it and your cloud contact center platform. Increased revenue by involving experts in revenue generating opportunities through unified messaging within the company Note: The overall benefits may need to balance with the increased cost of using more expensive resources from another business group. Additional benefits Improvement employee engagement throughout the organization by providing more direct involvement with customers. *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:CE07:Draft	When companies enable customer authentication within their Genesys environment, benefits can include: Reduced agent handled time due to a partial automation calls through identification and verification (ID&V) with IVR Improved NPS by saving the customer time through efficient and automated ID&V interaction* Improved NPS by a more personal approach offered by agent (knowing who the customer is) Reduced volume of agent-handled inbound calls by improving containment rate through a robust and flexible ID&V solution* *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:CE08:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Improved revenue collection through speed to market and established best practice * Reduction in fraud related penalties by using PA-DSS certified application * Reduce exposure to PCI compliance issues due to manual handling of credit card payments Improve the accuracy and efficiency of payments by phone *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:CE11:Draft	Increased revenue by improving performance of outbound campaigns Improved Agent/Employee Utilization by leveraging agents/employees for outbound campaigns Improved NPS by proactively contacting customers and prospects with targeted, personalized offers and special promotions Decreased inbound interactions by proactively sending communications through outbound channels Optimized number of agent-handled calls by increasing the number of Right Party Contacts through predictive dialing Drive inbound calls through the use of agent or automated messaging and/or CID
UC:Genesys Cloud:CE16:Draft	When companies enable skills-based email routing within their Genesys environment, benefits can include: Increased revenue due to improved resolution of business outcome* Reduced handle time with standard response libraries Improved First Contact Resolution* Improved NPS by addressing customers' requests in a timely manner* Reduced email transfers due to skills-based routing Improved agent and employee utilization Reduced email interactions via automated acknowledgement Single Reporting and Analytics environment for all channels *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:CE18:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary, depending on industry or lines of business. By routing chats to the right resource through skills-based routing, companies can expect: Improved NPS by addressing customers' requests in a timely manner* Increased revenue from revenue-generating opportunities* Improved first contact resolution Reduced handle time Improved agent and employee utilization This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:CE27:Draft	Offering co-browse during a voice call or chat can: Reduce handle time Improve NPS* Decrease customer effort* Improve First Contact Resolution (FCR) Reduce shopping cart abandonment and increase online conversion rates *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:CE29:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Increase revenue by routing revenue generating opportunities to best resources through skills-based routing. * Reduce handle time by routing of SMS messages to the right skilled agents through skills-based routing. Improve First Contact Resolution by routing interactions to an expert through skills-based routing. Reduce interaction transfers through skills-based routing. Defer work to a later time when traffic volumes are not as significant. *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:CE40:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary, depending on industry or lines of business: Reduce administrative overhead required to setup and maintain traditional, keyword-based inbound IVR flows Improve IVR accuracy and improved customer experience by removing rigid traditional keyword ASR flows and replacing them with an NLU system Consolidate multiple interactions into a single flow with the goal of reducing the number of call flows needed and simplifying contact center administration and support Increase self-service by allowing customers to use NLU Increase first-call resolution Leverage existing Lex Bots in customer accounts
UC:Genesys Cloud:EE01:Draft	The following benefits use benchmark information captured from Genesys customers. These benefits may vary based on industry or lines of business: Reduction of handle time by sending calls to the best-qualified agent by using skill-based routing Improved agent/employee utilization by optimizing planning and resource utilization through accurate omnichannel forecasting & scheduling and skills Reduction of manual workforce scheduling activities by reducing the time and costs associated with manual WFM efforts through the automatic updates of data, schedule shifts and database for skills and schedules* Reduced overtime expenditures by improving accuracy and precision of staff forecasting through Genesys Cloud WFM planning* Optimization of Staff by Skill Set (Inbound Agents)—A critical aspect to routing the call to the right agent is having an agent with the needed skills available. Our solution optimizes staffing levels throughout the day and week to meet demand. As the solution identifies a caller's needs and learns the available agents with that skill segment, then the optimal matching of the two occurs. Getting the caller to the most appropriate resource on the first pass results in fewer transfers, shorter contacts, and improved end-customer satisfaction. Improvement of Agent Adherence to Workforce Schedule (Inbound)—The solution offers visibility into current information on agent performance metrics, schedule adherence and forecast variances. With this information, our solution allows for better management of variances between target and actual availability. Our solution also allows for specific adherence tools, such as thresholds for maximum acceptable handle times. Reduction of Overstaffing (Inbound Agents)—The solution enables the precise scheduling of contact center agents based on integrated forecasting of expected activity. That means organizations are more likely to have an appropriate level of staffing for all portions of the workday. It reduces staffing costs, reduces telephony expenditures, and improves end-customer satisfaction. Speed of Deployment—As Genesys Cloud WFM is part of the overall Genesys Cloud solution there is zero implementation costs for WFM operation. It is just a matter of configuring the fully-integrated platform. * This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:EE02:Draft	The following benefits are based on benchmark information captured from Genesys customers. Benefits may vary based on the industry or lines of business: Reduction of handle time by using skills based routing to send digital Interactions to the best qualified agent Improved agent/employee utilization by optimizing planning and resource utilization through accurate omnichannel forecasting & scheduling and skills Reduction of manual workforce scheduling activities by reducing the time and costs associated with manual WFM efforts through the automatic updates of data, schedule shifts, and database for skills and schedules* Reduced overtime expenditures by improving accuracy and precision of staff forecasting through Genesys Cloud WFM planning* Optimization of Staff by Skill Set (Inbound Agents) —A critical aspect to routing a Digital Interaction to the correct agent is having an agent with the needed skills available to meet the demand. Our solution optimizes staffing levels to meet demand for the day and week. As the customer needs are identified and the available skill segment agents are learned, optimal matching of the two occurs. Sending the customer directly to the most appropriate resource results in fewer transfers, shorter contacts, and improved customer satisfaction. Improvement of Agent Adherence to Workforce Schedule (Inbound) — The solution offers visibility into current information on agent performance metrics, schedule adherence, and forecast variances. With this information, our solution allows for better management of variances between target and actual availability. Genesys Cloud Workforce Management also allows for specific adherence tools such as thresholds for maximum acceptable handle times. Reduction of Overstaffing (Inbound Agents) — The solution enables the precise scheduling of contact center agents based on an integrated forecasting of expected activity. This means that organizations are more likely to have an appropriate level of staffing for all portions of the workday. The result is reduced staffing costs, reduced telephony expenditures, and improved customer satisfaction. Speed of Deployment — As Genesys Cloud WFM is part of the overall Genesys Cloud solution, there are zero implementation costs to get WFM operationalized. It only requires configuring the fully-integrated platform. *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:EE07:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Reduced compliance risk and penalties by recording 100% of calls with no lost calls through Genesys Cloud Lower Total Cost of Ownership by eliminating the need to purchase additional hardware, software, and the associated maintenance and support services through an integrated approach with Genesys Cloud* *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Cloud:EE08:Draft
UC:Genesys Cloud:EE09:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Improved sales and collections when customers leverage the Quality Evaluation criteria to identify lower performers and then coach them on critical agent skills* Reduction of handle time when customers leverage the Quality Evaluation criteria to create targeted evaluations to find and address the root cause(s) of high handle time Improved First Contact Resolution (FCR) when customers leverage the Quality Evaluation criteria to create targeted evaluations to find and address the root cause(s) of low FCRs Improved NPSs when customers leverage the Quality Evaluation criteria to create targeted evaluations to find and address the root cause(s) of low NPSs* Additional Benefits The entire conversation, including IVR (self-service) and transfers, may be recorded and archived for later review. An effective QM process can improve agent performance and result in less time spent handling the call (AHT) and after-call-work (ACW), improved accuracy and customer care, and more effective training and compliance management. Improvement in Employee Satisfaction* *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.

PureConnect Use Cases

Article	Benefits (unstructured)
UC:PureConnect:CE07:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Reduction of agent handled time by partial automation of the calls through identification and verification (ID&V) with IVR Improved NPS by saving the customer time through efficient and automated ID&V interaction* Reduction In agent handled inbound call volume by improving containment rate through a robust and flexible ID&V solution *This benefit is typically tracked and measured by processes and systems outside the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:PureConnect:CE08:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Improved revenue collection through speed to market and established best practice* Lower cost of deployment by reducing deployment time versus traditional IVR builds through pre-built IVR application modules Reduction in fraud related penalties by using PA-DSS certified application* *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:PureConnect:CE09:Draft	IVR personalization is proven to increase self-service rates and improve customer experience. Benefits typically include: Increased self-service by presenting customers with proactive messaging based on context Improved first contact resolution by using dynamic menus to more accurately offer the right self-service or route to the right agent Improved customer experience by reducing IVR handle time, which in turn improves Net Promoter Score (NPS) *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:PureConnect:CE16:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: By routing emails to the right resource through skills-based routing, companies can expect: Increased revenue due to improved resolution of business outcome* Reduced handle time with standard response libraries Improved First Contact Resolution* Improved NPS by addressing customers' requests in a timely manner* Reduced email transfers due to skills-based routing Improved agent and employee utilization *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While customers have realized benefits in these areas by using the Genesys solution, the measurements are not part of the standard offering of this use case.
UC:PureConnect:CE18:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: By routing chats to the right resource through skills-based routing, companies can expect: Improved NPS by addressing their customers' requests in a timely manner* Increased revenue from revenue-generating opportunities* Improved First Contact Resolution Reduced handle time Improved agent and employee utilization This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While customers have realized benefits in these areas by using the Genesys solution, the measurements are not part of the standard offering of this use case.
UC:PureConnect:CE22:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business. By enabling callback and routing interactions to the best agent through skills-based routing with context, companies can expect to see: Increased revenue by improving online sales conversions * Better agent utilization Reduced handle time Improved First Contact Resolution Improved NPS* Additional benefits: Lowered customer effort and improved customer experience through a seamless transition from self-service to assisted service* Reduction of queueing time' * This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:PureConnect:CE29:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Increased revenue by routing revenue generating opportunities to best resources through skills based routing* Reduced handle time by routing of SMS messages to the right skilled agents through skills based routing Improved First Contact Resolution by routing interactions to an expert through skills based routing Reduced interaction transfers through skills based routing *'This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:PureConnect:EE07:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Reduced Penalties and Fines: By recording 100% of calls with no lost calls Improved security by making parties aware they are being recorded Reduced IT Operational Costs by eliminating the need to purchase additional hardware, software, and the associated maintenance and support services through integrated approach.* *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:PureConnect:EE08:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or line of business: Improved Customer Experience due to the ability to incorporate recording into training thereby resulting in reduced handle time, improved first contact resolution and improved employee attrition Improved Agent Competency Through the use screen recordings along with audio to identify quality issues and optimize the agent's use of back-end systems. Screen recordings can also be used to identify compliance and risk factors. Recording of all agent activity, including desktop. Audio recordings are getting more context because, in addition to what is being said, organizations can also get a view on how an agent is using their desktop applications to handle customer calls. Because the screen recording continues during the after-call work period, organizations can also identify issues in case of excessive ACW duration. Reduced Penalties and Fines By recording 100% of calls with no lost calls Improved security by making parties aware they are being recorded
UC:PureConnect:EE09:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or line of business: Increased Revenuewhen companies leverage the Quality Evaluation criteria to identify lower performers and then coach them on critical agent skills to improve sales and collections.* Improved Customer Experience when companies leverage the Quality Evaluation criteria to create targeted evaluations to find and address the root cause(s) of low indicators for NPS, FCR and high handle time. Improved Agent Competency by having the ability to have the entire conversation, including IVR (self-service) and transfers, recorded and archived for later review. An effective QM process can improve agent performance and result in less time spent handling the call (AHT) and after call work (ACW), improved accuracy and customer care, and more effective training and compliance management. *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.

Genesys Engage Use Cases

There are 82 altogether. The following table shows Benefits content only for those use cases that have it outside the template (i.e., not in the |Benefits parameter, ergo not in Cargo).

Article	Benefits (unstructured)
UC:Genesys Engage:BO01:Draft
UC:Genesys Engage:BO02:Draft
UC:Genesys Engage:BO03:Draft
UC:Genesys Engage:BO04:Draft
UC:Genesys Engage:BO05:Draft
UC:Genesys Engage:BO06:Draft
UC:Genesys Engage:BO07:Draft
UC:Genesys Engage:CE01:Draft
UC:Genesys Engage:CE01s4b:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Increased revenue by routing revenue generating opportunities to best resources through skill based routing * Reduction of handle time by routing of voice calls to the right skilled agents through skills based routing Improved agent and employee utilization by routing interactions to the best available agent through automated routing Improved NPS by offering a better customer experience through routing to the most qualified agents based on the customer's selection * Reduced number of transfers due to better routing of voice calls through Genesys routing Possibility to use a virtualized agent pool to maximize agent resources Increased first call resolution rate *This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Engage:CE02:Draft
UC:Genesys Engage:CE03:Draft
UC:Genesys Engage:CE04:Draft
UC:Genesys Engage:CE05:Draft
UC:Genesys Engage:CE06:Draft
UC:Genesys Engage:CE07:Draft
UC:Genesys Engage:CE08:Draft
UC:Genesys Engage:CE09:Draft
UC:Genesys Engage:CE10:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business. Increased self-service and reduction of handle time by giving the caller the ability to complete tasks on a visual User Interface rather than transfer to an agent (mixing of visual and voice for information that is difficult to capture on voice, such as address, postal code, email address, or tracking number) Improved NPS by providing a more efficient and shorter interaction with the customer Lower total cost of ownership by designing the customer experience once and deploying across the voice and visual channels
UC:Genesys Engage:CE11:Draft
UC:Genesys Engage:CE12:Draft
UC:Genesys Engage:CE12pec:Draft
UC:Genesys Engage:CE13:Draft
UC:Genesys Engage:CE14:Draft
UC:Genesys Engage:CE15:Draft
UC:Genesys Engage:CE16:Draft
UC:Genesys Engage:CE16pec:Draft
UC:Genesys Engage:CE17:Draft
UC:Genesys Engage:CE18:Draft
UC:Genesys Engage:CE19:Draft
UC:Genesys Engage:CE20:Draft
UC:Genesys Engage:CE21:Draft
UC:Genesys Engage:CE22:Draft
UC:Genesys Engage:CE23:Draft
UC:Genesys Engage:CE24:Draft
UC:Genesys Engage:CE25:Draft
UC:Genesys Engage:CE26:Draft
UC:Genesys Engage:CE27:Draft
UC:Genesys Engage:CE28:Draft
UC:Genesys Engage:CE29:Draft
UC:Genesys Engage:CE30:Draft
UC:Genesys Engage:CE31:Draft	The primary benefits of chatbots are to increase self-service success, deflect interactions from the contact center, and improve the customer experience. Benefits typically include: Increased self-service interactions resulting in reduced agent-assisted interactions for repetitive or common requests Improved first-contact resolution by presenting a customer experience that is tailored to the individual based on who they are, why they might be interacting, and the status of the contact center Reduced time to serve, which in turn improves Net Promoter Score (NPS)
UC:Genesys Engage:CE32:Draft	The primary benefit of this Use Case is to increase self-service rates and improve the Customer Experience. Benefits typically include: Faster time to market and lower cost of ownership for new self-services and business changes Increased self-service resulting in reduced agent handling time and improved NPS Improved customer experience through reduced waiting on hold and quicker access to your personal information and services Better IVR customer journey insights to improve efficiency
UC:Genesys Engage:CE34:Draft	When companies enable Apple Business Chat as a supported customer service channel within their Genesys environment, benefits can include: Improved first contact resolution and reduced handle time by matching every consumer with the agent best equipped to respond through skills-based routing Improved NPS by carrying context across channels and matching the consumer with an appropriately skilled agent, similar to how all Genesys channels are managed Reduced costs by granting agents the ability to manage multiple chat conversations simultaneously and blend Apple Business Chat conversations with other media types in the same agent desktop Continuity in asynchronous conversations, enabling consumers to make contact when convenient throughout the day, week, or buying or service journey Workforce management and reporting integrated with the rest of the contact center Increased revenue and ease of purchase by leveraging Apple Pay Improved brand perception by offering a new channel that is expected to be heavily promoted by Apple Convenience for consumers in using the familiar Messages app on their iOS device as opposed to having to open a separate chat window
UC:Genesys Engage:CE38:Draft	Improved First Contact Resolution Reduced Handle Time through improved accuracy of classification over simple word spotting Reduced Volume of Interactions by decreasing need for inbound calls Improved Employee Utilization through a reduction in frequent or common inquiries that are distributed to agents Improved Customer Experience by reducing customer effort by providing rapid access to frequently searched information
UC:Genesys Engage:CE39:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Increased revenue by improving performance of outbound campaigns Improved agent/employee utilization by leveraging them for outbound campaigns Improved customer experience by proactively contacting customers and prospects with targeted or personalized offers and special promotions Reduced volume of interactions by proactively sending communications through outbound channels Reduced IT operational costs by reducing IT dependency and empowering Business User management of campaigns Improved employee utilization by increasing the number of right parties connected through predictive dialing, optimizing the number of agent handled calls
UC:Genesys Engage:EE01:Draft
UC:Genesys Engage:EE02:Draft
UC:Genesys Engage:EE03:Draft
UC:Genesys Engage:EE04:Draft
UC:Genesys Engage:EE07:Draft
UC:Genesys Engage:EE08:Draft
UC:Genesys Engage:EE09:Draft
UC:Genesys Engage:EE10-A:Draft	This use case provides the following business benefits: Employee empowerment through the ability to self-manage time-off requests against predetermined business operational rules. Reduction in operational planning time through reduced effort approving and managing time-off requests. Summary Employees can self-manage their time off, controlled through business rules.
UC:Genesys Engage:EE10-B:Draft	This use case provides the following business benefits: Business Control: Allows business users to specify the types of exceptions that be requested from employees Employee Empowerment: Allows employees to be able to have more say in their schedule Drives operational efficiency by removing the need for the planner to process these requests
UC:Genesys Engage:EE10-C:Draft	This use case provides the following business benefits: Employee empowerment through the ability to self-manage their preference requests against pre-determined business operational rules. Reduction in operational planning time through reduced effort approving and managing preference requests.
UC:Genesys Engage:EE10-D:Draft	Agent Empowerment - Self-determination of individual schedule adjustments. Reduces manual schedule intervention for planners and supervisors. Prevents unexpected events from impacting employee's business obligations.
UC:Genesys Engage:EE11:Draft	This use case offers the following benefits: Allows workforce planners to build employee profiles based on operational needs to assist with overall scheduling needs. Empowers employees by allowing them to self-manage their schedules against pre-determined profiles that correspond with their contractual and shift obligations. Generates ideal schedules whilst adhering to business rules and labor laws. Allows employees to select profile schedules based on their personal preferences. Reduces operational planning time through reduced effort approving and managing scheduling requests.
UC:Genesys Engage:EE12:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business. Improved offline scheduling enables tasks between resource planning, training, and operations all to be done in minutes, not days or even hours. This in turn delivers operational efficiency with a reduction or reallocation of resources of approximately 30%. Improved speed to competency through scheduled targeted training interventions set against Performance DNA results or by skill level; also limits training shrinkage. Improved management of room bookings through Outlook integration reduces scheduling and planning by optimizing the end-to-end training process. Improved scheduling of team meetings and one-on-one meetings between supervisors and employees. Empowering managers to schedule their own meetings through the portal (within set parameters) means less workload for resource planners. Improved visibility of training completion status through the Operational Dashboard delivers improved training completions. These benefits are typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.
UC:Genesys Engage:EE13:Draft	Clearly defined and validated skills & capability blueprint – Performance DNA blueprints align with HR, L&D, and Operations. Employee skills and capability data are captured electronically and retained in-system. Increase speed to competency – Self-paced learning and assessment programs can be deployed for new hires or existing employees to improve their speed to competency. Blueprints identify actual skills and capability levels among employees across the organization. Learning items can be targeted at addressing gaps quickly and effectively. Enterprise employee optimization journeys – Creation of individual employee development journeys provides clear visibility of the skill levels of all employees across the enterprise. Reduced L&D cost – Targeted development reduces costs associated with a "one size fits all" learning strategy. Online learning and assessments reduce over-reliance on classroom training and manual processing of attendance and results. Classroom training can be limited to employees who fail online learning and assessments. Digitalized assessments and reports cut back on trainers’ administrative workload, allowing them to focus on their core duties. Standardized employee service to customers – Similarly skilled and capable employees are more likely to provide consistent experience to customers, maintaining similar resolution rates and handle times. Record management, governance and certification – Training and coaching data such as completion, results, and analysis are stored in a single centralized source, reducing manual processing time, omissions, and errors. System-generated reports improve governance function and align with the requirements of ISO9001 and COPC CSP Standard.
UC:Genesys Engage:EE14:Draft	Consolidated performance data – A centralized view of individual employee performance across the enterprise with the ability to roll data up to a department, business unit, or site view. Improvement management decision-making and governance – Consolidated performance data and analytics enables management and stakeholders to make educated decisions around employee engagement and development initiatives. It also improves governance functions by providing visibility on performance variations across outsourcers, departments, business units, teams, or individuals. Improved Performance Management – Create performance blueprints, or what we refer to as DNA mapping, based on multiple key performance indicators. Mapping enables businesses to identify performance issues at the program and agent levels. These insights improve management decision-making around employee engagement and development activities.
UC:Genesys Engage:EE15:Draft	This use case leverages the benefits from Genesys Performance Management (EE14) and Genesys Skills Management( EE16), and provides these added benefits: Online employee development plans – development plans can be created online, enabling the individual employee and manager to set objectives and development goals that are agreed on by both parties. Continual development reviews – continual reviews of individual development can be carried out between the individual and manager to measure performance improvements over time. Alignment of objectives with KPI targets – Key Performance Indicators can be used to set goals directly linked to individual performance. Minimize employee attrition – Providing each employee with a clear and defined personalized development plan and career progression.
UC:Genesys Engage:EE16:Draft	In addition to the benefits detailed in EE13 and EE14, this use case addresses a number of pain points: Performance management optimization – Develop performance "blueprints" based on multiple key performance indicators and employee skills & knowledge used to improve key business metrics. Gain key insights on the skills and capability of high performers and use this as the basis for developing skills and capabilities of all other employees. Targeted personal development based on KPIs – Performance DNA blueprints help organizations identify specific skills and capability gaps of an employee when compared against a high performer in the same role. This enables targeted training and coaching based on each employee’s unique needs. Since development is based on high-performer skills and capabilities, the activities undertaken are aligned to overall business goals and targets. Reduced Operating Costs – By aligning employee skills and capabilities to actual business performance, organizations increase their returns on investment. Targeted coaching and training are more effective and reduce the overall number of sessions that need to be scheduled. Consistent customer experience - Gain actionable insights into the key skills drivers of company top performers and how these skill sets can be replicated to drive a consistent customer experience across all channels, enterprise-wide. Conformance with ISO 9001 and COPC CSP Standards – Consolidate record management across coaching, training, and operational performance functions. Reduce manual processing, omissions, and errors. Organizations pursuing or maintaining ISO9001 and/or COPC CSP certifications benefit from having high data quality (CUIKA) and system-generated reports that measure completion, results, effectiveness, trends, and sustained improvements as required by certification standards.
UC:Genesys Engage:EE17:Draft	This use case includes all the benefits from use cases: Genesys Skills Management (EE16) Genesys Performance Management (EE14) Genesys Skills Assessment (EE13) and adds the following benefits: Real-time competency monitoring – Introduces speed to competency certification to ensure that only employees with the required core skills are speaking to customers. Visibility of partner performance – Ability to compare the high-level capabilities of each partner, providing insights to drive strategic performance improvement strategies. Individual employee capability monitoring – Monitoring the skill levels of individual employees provides clarity around employee capability and allows for individual automated development journeys.
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UC:Genesys Engage:EE19:Draft	This use case leverages benefits from use case EE13, adding: Ability to comply with regulatory requirements – The ability to measure and report compliance to regulatory bodies with ease. Build a comprehensive certification program – The ability to easily build, change, and manage an employee certification program and track each employee's progress. Lower operating cost for compliance – A platform to quickly and cost-effectively deploy a compliance/certification program across the enterprise. Real-time reporting – The ability to report in real time across individuals, teams, or business units on compliance levels. Gap analysis reporting to pinpoint additional focus areas for training and coaching.
UC:Genesys Engage:EE20:Draft	This use case leverages benefits from use case EE13, and includes added benefits: Reduce employee attrition with new hires – Provide a structured measurement of employee development at each stage of the onboarding journey. Ensure each employee is receiving the correct level of knowledge and address any knowledge gaps automatically. Achieve speed to competency targets – Building a linear measurement of individual skills and knowledge enables Learning and Development functions to address any employee skill gaps immediately, before any impact to the customer.
UC:Genesys Engage:EE21:Draft	Enables the full 360-degree view of customer experience from IVR interaction through to customer experience. Records IVR interactions for compliance and operational requirements.
UC:Genesys Engage:EE22:Draft	This use case provides the following business benefits: Converts voice recordings to text to enable mining and analysis for specific words and phrases related to customer experience, agent performance, sales, and compliance. Enables supervisors and others to quickly scan contents of voice interactions without listening to entire call recordings. Reveals the frequency of specific words and phrases, and the context in which they are used. Automatically identifies changes in the frequency of words and phrases, which may indicate changes in business activity, customer behavior, and emerging trends, providing early awareness of potential risks and opportunities.
UC:Genesys Engage:EE23:Draft	This use case provides the following business benefits: Allows the discovery and categorization of calls based on the actual content of the call rather than relying solely on disposition codes, and can include calls with multiple reasons. Identifies factors outside the contact center that are contributing to increased call volumes, repeat calls, or customer dissatisfaction by measuring customer sentiment both at the beginning and end of the call. Enables efficient and comprehensive analysis of all calls of a particular type without having to listen to hours of audio. Provides objective measures of the correlation between what happens on calls and the business outcomes they generate, whether in terms of first contact resolution, call volume or handle time reduction, customer satisfaction, or Net Promoter Score. Enables managers to identify the agent behaviors that are truly differentiating as a basis for driving operational improvement and efficiencies. Dramatically improves the speed with which improvements can be identified and their impact measured, increasing the organization's agility in reacting to new or changing business circumstances, emerging trends, seasonality, and unexpected or recurring events.
UC:Genesys Engage:EE24:Draft	The primary benefit of this use case is an increase in sales successes. Other benefits include: Differentiating between effectiveness of campaign resonance with customers and agent performance, leading to the development of both better campaigns and improvements in agent performance Objective quantification of the increases in sales achieved and correlation of those outcomes with actions taken Ability to effective conduct and measure results of A/B campaign testing Confidence to iterate more quickly in making campaign changes based on empirical performance information
UC:Genesys Engage:EE25:Draft	This use case provides the following business benefits: It reduces or eliminates the systematic risk of compliance failures by measuring agent-level compliance to legal and company requirements. It reduces litigation risk for non-compliance and therefore reduces the risk of financial impact to company profitability. It reduces impact to organization reputation or brand from non-compliance by reducing the risk of negative press or other public awareness of company compliance failures.
UC:Genesys Engage:EE26:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Ensures that the most skilled resources are scheduled to handle each interaction through workforce planning capabilities provided by intelligent skills. Improves agent/employee utilization by providing accurate forecasting, scheduling, adherence, and performance monitoring. Automates scheduling of back-office employees, alignment of work item priorities, incorporation of backlog, and service level. Allows for back-office environments to perform strategic long-term and capacity planning.
UC:Genesys Engage:EE27:Draft	Real-time synchronization of data between WFM and multiple systems, such as: Time Off accruals and limitations found within Human Resources Systems Employee wage information found within Payroll Systems Attendance and timesheet information found within Customer Relationship Management Systems Eliminates need for redundant data administration
UC:Genesys Engage:EE28:Draft	Schedulers can ensure that certain types of tasks are optimally incorporated into an agent's schedule. Schedulers can control when tasks are performed within an agent's day. Schedulers can define the priority of certain types of work in relation to other types of work so that certain tasks are performed only when higher-priority work does not need to be staffed.
UC:Genesys Engage:EE29:Draft	Provides consumer protection, trust, and transparency. Reduces compliance risk and penalties by recording 100% of calls with no lost calls through Genesys Interaction Recording.
UC:Genesys Engage:EE30:Draft	The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: Lower hardware footprint and storage requirements. Targeted interaction recording based on business need.
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UC:Genesys Engage:SL09:Draft	Accelerate sales cycle and lead conversion rates (MQL to SQL to conversion) (measured outside Genesys) Increase conversions and revenue closure by engaging the right shoppers at the right time Engage sales reps only when they can have the most impact on the sale Give sales reps visibility into the real-time customer journey and personas, allowing them to focus on the sale Reduce customer acquisition cost (CAC) No longer disrupt the website visitor experience with unnecessary offers of chat or interaction